Director, Channel Insights, Servicing Scaling Analytics

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Job Description Summary

Job Description

JOB TITLE: Director, Channel Insights, Servicing Scaling Analytics

SALARY: From £93,000 (dependent on experience)

LOCATION: Bristol

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About This Opportunity

An exciting opportunity to join our Channels team within Business & Commercial Banking (BCB) and support the transformation of the business to meet our strategic objectives to build a digitally-led relationship bank for our business customers.

The Channels team sits at the heart of the strategy, accountable for shaping the digitisation plans, harnessing data to personalise multi-channel client interactions and developing a leading customer engagement strategy. Channel Insights underpins this as a centre of excellence for digital performance insight within BCB, utilising our analytical knowledge, numeric reasoning and experience to convert data into actionable executive decisions to develop and commercialise the business.

This role will lead a multi-disciplinary analytics team who will extract, segment and analyse data on our digital servicing interactions and associated customer behaviour to provide actionable insight that support the business to drive forward our digitisation plans and optimise the customer experience.

As the Director for Channel Insights, Servicing Scaling, you’ll be responsible for:

• Embedding a performance management framework to track against Group strategic objectives and metrics to grow the digital servicing channel share and diagnose any under-performance or volatility

• Working across the Channels and Platform teams to understand the digital servicing change agenda and forecast impacts on our performance and channel shift objectives to inform decision-making

• Web-based analytics to understand customer behaviour within our priority digital servicing journeys and identify optimisation opportunities, working with Platforms to ensure tagging is sufficient

• Using data visualisation skills to build out (and automate) the provision of self-serve insight dashboards for business SMEs and Platform partners

• Shaping the digital servicing channel shift attribution approach to assess effectiveness of servicing personalisation interactions and plans, using best practice from origination attribution

• Applying your knowledge of the business objectives to prioritise work across your team to deliver the greatest impact

What You’ll Get in Return

• Ownership of a portfolio of priority initiatives at the centre of the business transformation, building your knowledge of the BCB business and associated growth initiatives

• Opportunity to build your network across the breadth of BCB and beyond

• Exposure to senior leadership across Digital Banking, Analytics & Propositions and wider BCB

• Stretching and broadening your leadership capabilities including critical thinking, influencing and storytelling.

• Job satisfaction and purpose with a role aligned to driving forward our data and digitisation agenda to meet our client and business needs

What You'll Need

• An understanding of the business banking digital landscape would be beneficial but not essential

• Leadership: experience leading & developing data analysts to excel in their roles and building strong networks across the organisation to deliver at pace

• Critical thinking & Problem solving: validated experience of taking a structured approach to assessing themes from a wide range of sources and identifying impacts and solving problems

• Data extraction & analysis: highly qualified as a data warehouse specialist or data analyst using a complex and large relational database (e.g. Teradata or Hadoop) along with appropriate scripting or programming skills for data extraction e.g. SQL or SAS or Python

• Web analytics: Strong proficiency with tools such as Adobe Analytics or Google Analytics

• Data visualisation: confident using, and developing others on using, PowerBI or Tableau to tell a story through data and influence commercial decision-making

• Marketing analytics: some experience of analysing digital marketing effectiveness on business objectives is preferred so you can get going quickly!

• Presentation skills & storytelling: you can distil complex information into a succinct and simple story and are confident communicating that story to a variety of audiences from senior leadership to technical colleagues both verbally and in writing

About Working For Us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose. 🚀

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.